Cainaio Additional Surcharge

Stairs Walking

For buildings without elevators or those that can only be accessed by stairs, an additional fee will be charged based on the weight of the package. These fees are typically paid offline by the consumer. The charges are structured as follows:

- For packages weighing 5kg or less: HKD 10 per floor

- For packages weighing more than 5kg but 20kg or less: HKD 30 per floor

- For packages weighing more than 20kg but 50kg or less: HKD 50 per floor

- For packages weighing more than 50kg: HKD 80 per floor

Re-Delivery

Door-to-Door Service:

• Small Package: A maximum of two delivery attempts will be made. If a third attempt is needed, a fee of HKD 30 will be charged for each additional attempt.

• Large Package: Only one delivery attempt will be made. A second attempt will incur a fee of HKD 170.

Typically, these fees are paid by the receiver offline.

Packages Delivered to Self-Pickup Stores:

For packages delivered to self-pickup stores, customers must collect them within three working days of availability. After this period, a storage fee of HKD 12 per package per day will be charged, with a maximum retention period of four additional working days. After this, the package will be returned to the Cainiao distribution center. If re-delivery is required, a surcharge for changing the delivery address will apply.

Packages Delivered to Self-Pickup Lockers:

For packages delivered to self-pickup lockers, customers must collect them within 48 hours of being placed in the locker. After this deadline, the package will be returned to the Cainiao distribution center. If re-delivery is needed afterward, a surcharge for changing the delivery address will apply.

Change of Delivery Address/Method

Return

Return charges will be calculated based on a new shipment.

Last Updated On 30 Mar 2026